Our system is designed to be transparent. If we are notified of a delivery failure by your email provider, we will inform you immediately. However, in many cases, there is no delivery failure. If you do not receive a notification from us, then the delivery was successful. If you still cannot find a particular email, please check your junk or spam folders and/or contact your email provider for further assistance, as they may be filtering emails on their end.

Example Notification:

Since our software delivers hundreds of thousands of emails daily, email systems can occasionally block or reject emails from our system. If you see a message like the one above, our system successfully attempted to deliver an email to your address, but your email server rejected it and sent it back to us. Common reasons for this include:

If we receive a rejection or delivery failure notification from your mail provider, a notification will be displayed in the Reminders box on the Members Home page. You will also receive a pop-up notification like the one shown above. Click the "Find Out Why" button in the pop-up notification or next to the reminder to see exactly why the email was rejected. The "Find Out Why" window will show you the exact, uncensored response that the receiving email server sent back to our systems. You can use this information to work with your email provider to resolve the issue.

Provide your email provider with the exact message from the "Find Out Why" window. This will help them pinpoint the exact cause of the rejection.

Follow our email whitelisting instructions: How to Whitelist Our Emails

Ask your email provider to whitelist the following domains:

Ask your email provider to whitelist the following email addresses:

Email providers are less likely to mark items as spam if the email address is in your Contacts list. Consider adding Horizon as one of your contacts with the email addresses listed in Step #5 above. Be sure this contact is labeled as Horizon to avoid the Local Contacts Override problem.

If you're sure the issue is resolved, you can dismiss the notifications from the Reminders box on the Members Home page, allowing email sending to resume to your email address.

If the reminder continues to appear after you dismiss it, the issue is still unresolved, and you'll need to contact your email provider further.

If you still cannot resolve the issue, consider using an alternative email address. We recommend Gmail.

By following these steps, you can ensure that you receive all email notifications from our system without issues. If you need further assistance, please reach out to your email provider with the details provided.